Customer Service Plan Development

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Questions and Answers

What is a fundamental reason for creating a formal customer service plan?

To achieve the service goals set by management. (correct)

To reduce operational costs.

To align operational service goals with staff training.

To ensure employees are satisfied with their roles.

In which area do product-related service standards NOT focus?

Standardized recipes.

Menu item preparation.

Serving condiments.

Facility cleanliness. (correct)

Which aspect is primarily focused on the treatment of guests by staff throughout their experience?

Safety standards.

Product standards.

Employee standards. (correct)

Facility standards.

Which step is NOT part of addressing service standards in a customer service plan?

Ensuring all employees agree to the plan. Signup and view all the answers

What type of standards focuses on aspects like lighting and room temperature?

Facility standards. Signup and view all the answers

How do managers initially address issues of safety and security?

By using safety audits to identify threats. Signup and view all the answers

What is a primary goal of implementing standards related to public health concerns?

To develop emergency planning and facility safety. Signup and view all the answers

Which of the following is NOT considered a key area for establishing service standards?

Customer preferences. Signup and view all the answers

What is the primary focus of managers when monitoring safety and security-related service standards?

Inspecting operations and ensuring compliance with rules Signup and view all the answers

Which key term refers to a systematic identification of what must be done to provide high-quality customer service?

Customer service plan Signup and view all the answers

What does 'reasonable care' refer to in the context of customer service?

A legal concept regarding the standard of care expected Signup and view all the answers

What is the purpose of a safety audit?

To identify potential threats to guest safety Signup and view all the answers

Which of the following terms is defined as a written reminder of a company's purpose and goals for employees?

Mission statement Signup and view all the answers

What does HVAC stand for?

Heating, Ventilating, and Air Conditioning Signup and view all the answers

Which component is NOT included in the term 'facilities'?

Management team Signup and view all the answers

What is a standardized recipe primarily used for?

To consistently meet quality and quantity standards Signup and view all the answers

What is the first step in the effective implementation of service-related standards?

Committing the standards to writing Signup and view all the answers

Which of the following is NOT a staffing-related procedure that managers use to achieve service standards?

Inspecting menu items for quality Signup and view all the answers

How do managers monitor employee-related service standards?

By observing staff performance Signup and view all the answers

What must managers do to ensure employees meet service standards?

Continually coach employees Signup and view all the answers

Which task is involved in monitoring product-related service standards?

Conducting regular tasting sessions Signup and view all the answers

What aspect do managers NOT observe when monitoring facility-related service standards?

Employee performance Signup and view all the answers

What is a key responsibility of managers in relation to service standards?

Ensuring adherence to standardized procedures Signup and view all the answers

What is essential for managers to maintain high-quality customer service?

Staffing operations to permit adequate time for standards Signup and view all the answers

Study Notes

Creating a Formal Customer Service Plan

A formal customer service plan is crucial for managers to meet service goals.
Managers develop plans by identifying standards for products, employees, facilities, and safety/security.
Customer service plans also consider staffing needs to meet standards.
The plan should include a method for monitoring success and addressing shortcomings in achieving service standards.

Key Areas for Service Standards

Service standards are established in four key areas: products, employees, facilities, and safety/security.
Product-related standards cover standardized recipes, utensils, and serving accompaniments.
Employee-related standards define how employees treat guests from arrival to departure.
Facility standards include factors like lighting, sound, and temperature.
Safety and security standards prioritize guests' and employees' safety and property security through audits.
Additional standards also include public health concerns and facility safety through emergency planning.

Implementing Customer Service Standards

Managers who've established plans address product, employee, facility, and safety/security standards.
Implementing standards is a multi-step process beginning with written documentation.
Standards must be communicated to all affected employees.
Managers should staff operations to allow employees sufficient time to meet standards.

Staffing is a management task including recruiting, selecting, training, and scheduling employees.
Effective hiring starts with recruiting qualified candidates.
Employees need training in all applicable service standards.
Coaching is essential to ensure consistent adherence to service standards.
Managers need to schedule appropriate staffing levels within budget to achieve customer service standards.

Monitoring Service Standards

Managers use various methods to monitor service standards.
Product-related standards are monitored through standardized recipes, tasting sessions, and menu item inspections.
Guest feedback and observations of staff performance assess employee standards.
Monitoring facility standards involves observing ambience, including lighting, sound, and temperature.
Safety/security standards are monitored through inspections, necessary repairs, and ensuring staff adheres to safety procedures.

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Description

This quiz covers the essential components of creating a formal customer service plan. It explores the key areas where service standards must be established, including products, employees, facilities, and safety/security. Managers will learn how to set standards, assess staffing needs, and implement monitoring strategies.